In order to handle the proper logging and documentation of outbound calls related to collection and recovery, NIB Bank has acquired professional IT services for a collection call recording platform from ZRG International.
Through an innovative call logging and management platform from ZRG, NIB collection and recovery teams throughout the country will have a transparent way for making the calls to the customers and have the convenience of automated logging and documentation. The management will have access of monitoring tools for quality assurance. ZRG platform does not require any specialized devices at the user end.
According to the guidelines issued by regulatory authority, financial organizations that contact customers for collection and recoveries by making telephone calls are required to have complete documentation of such call interactions including recording of voice and call data. Such documentation provides a sure way to check for abuse, below standard communication and a mechanism to verify who said what.
“This project is very critical for the bank from a regulatory compliance point of view. With this project we also aim to better manage our calling cost, service quality and manage employee productivity. This will also enable us to critically study the calling trends based on various demographic factors and will play a pivotal role in the future design and structure of our Collections and Recovery set-up,” said Mr. Adnan Shah Roghani, Head of Analytics and Collection Strategy in the Retail Risk Management at NIB Bank.
During the agreement signing occasion, Mr. Ausaf Shaikh, Head of Networks at NIB Bank stated, “Our bank will be receiving multiple benefits from this platform in the area of call documentation management, control and verifications. The fact that this solution does not force our users to change their standard operating procedure will result a significant time and cost saving for NIB during our deployment.”
Mr. Ayub Butt, CEO of ZRG emphasized that with this platform, NIB Bank is going to receive very useful capabilities and benefits.
“By using world’s leading standard based technology and the available telecommunication network, ZRG has designed the system to produce the desired results in a very optimized manner,” he said.
ZRG is an Information and Communication (ICT) solutions company providing customized business communication IT solutions that improve customer interaction and services, increase productivity and reduce cost while providing a higher level of flexibility. It is one of the few IT companies from Pakistan that have been able to build a strong base of satisfied customers not only in Pakistan but also in the international markets in the Middle East, Bangladesh and Africa regions.